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John Sills - Lessons from a broken-down train and why it became one of the best experiences ever?
Manage episode 444020117 series 2728423
In this episode, we’re joined by John Sills, managing partner at The Foundation and author of The Human Experience. John shares an incredible story of how a broken train in Switzerland became one of the most memorable customer experiences he’s ever had—and not because it went wrong, but because of how it was handled.
Together, we dive into the heart of what makes customer experiences truly remarkable: human connection, ownership, and care. We explore why so many business leaders feel disconnected from their customers, the role technology plays in both enhancing and damaging experiences, and how companies can cultivate human traits like empathy, respect, and responsibility in everything they do.
Join us as we uncover the real secret to turning an ordinary—or even negative—experience into something extraordinary. Whether you're in customer service, leadership, or just curious about the magic of human-centred design, this episode is packed with insights and inspiration you won’t want to miss!
62 episoder
Manage episode 444020117 series 2728423
In this episode, we’re joined by John Sills, managing partner at The Foundation and author of The Human Experience. John shares an incredible story of how a broken train in Switzerland became one of the most memorable customer experiences he’s ever had—and not because it went wrong, but because of how it was handled.
Together, we dive into the heart of what makes customer experiences truly remarkable: human connection, ownership, and care. We explore why so many business leaders feel disconnected from their customers, the role technology plays in both enhancing and damaging experiences, and how companies can cultivate human traits like empathy, respect, and responsibility in everything they do.
Join us as we uncover the real secret to turning an ordinary—or even negative—experience into something extraordinary. Whether you're in customer service, leadership, or just curious about the magic of human-centred design, this episode is packed with insights and inspiration you won’t want to miss!
62 episoder
Alla avsnitt
×1 Goc O'Callaghan part 2 - The secrets and learnings from the dark side of Disney's magic 44:45
1 Goc O'Callaghan part 1 - Beyond the music: What festival design teaches us about crafting unforgettable experiences 52:28
1 Tina Squire - Through a neurodiverse lens: What happens when we design workplaces for every mind? 54:35
1 John Sills - Lessons from a broken-down train and why it became one of the best experiences ever? 57:17
1 Elena Aylott: Why Are Authentic Communities Essential at Work? Insights into Building Unstoppable Networks for Growth 1:09:09
1 Mette Aagaard - Sharing leadership 1:08:14
1 Nele De Peuter - Vertical development. A path to meaningful growth. 1:00:13
1 Stephanie Denino - Why building an employee experience (EX) muscle can revolutionize your business 51:50
1 Pia Lauritzen - Designed to doubt 1:06:01
1 Anna Mindelöf - Building a highly efficient people experience team and why HR needs to embrace the new paradigm 55:18
1 Linda Jarnhamn - Sustainably human 1:15:48
1 Laura & Sam - Lighting an EX fire in The British Red Cross 57:44
1 Lieven van Linden - From body to mind - engineering human performance 57:37
1 Malin Moezzi - Augmenting tech, data and human to create better interviews 1:01:06
1 Eleni Jacobs - Building teams from scratch 58:48
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